Warranty and Claims Policy
Applies to Customers Who Are Consumers
We make every effort to provide products free of defects. Liability for defects in goods sold (warranty for defects) is governed by Article 556 and Articles 556[1]-556[3] et seq. of the Civil Code.
How to Make a Complaint
Customers can file complaints through:
📧 E-mail: Bok@Key-Soft.pl
📄 Contact Form: Available on the Store website.
⚠ Note: The store is not obliged to return funds for digital products that are not saved on a tangible medium.
Complaint Handling Procedure
If you exercise your warranty rights and we find it necessary to deliver the defective product to process your claim, you may be asked to send it to us at our expense. The shipping address will be provided to you upon request.
If the nature of the goods or the way they are installed makes it impossible to return them, you are obliged to make them available to us at the place where they are located.
⏳ Response time to the complaint:
We will respond to the complaint immediately, but no later than 14 days from the date of submission.
Warranty Coverage
- We are liable under the warranty if the physical defect is discovered within two years from the date of delivery of the goods.
- If the product sold is used, warranty liability lasts for one year from the date of delivery.
What to Include in the Complaint
To expedite the processing of your claim, we recommend that you provide the following information:
1️⃣ Details of the complaint, including the type and date of the defect.
2️⃣ Preferred method of resolving the issue, e.g.:
- Product replacement
- Repair
- Price reduction
- Withdrawal from the contract (if the defect is material)
3️⃣ Contact information for efficient communication and processing of your application.
⚠ Important: These are only non-binding recommendations. You can file a complaint without the above information, and it will still be handled successfully.
Applies to Non-Consumers
For sales contracts concluded with customers who are not consumers, the Store's liability for product defects is excluded under Article 558 § 1 of the Civil Code.
🚨 Exception: this exclusion does not apply in cases where the defect was maliciously concealed by us.